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- Tasks: Investigate and resolve tenant complaints, ensuring high customer satisfaction.
- Company: Midland Heart is a leading Housing Association dedicated to providing affordable homes.
- Benefits: Enjoy a flexible work environment with 3 days in the office and 2 days remote.
- Why this job: Join a supportive team recognised as one of the Sunday Times Best Places to Work.
- Qualifications: Experience in complaints handling within housing and strong communication skills required.
- Other info: Applications close on 15th June; assessments include interviews and practical tasks.
Complaints Officer
Ensure you read the information regarding this opportunity thoroughly before making an application.
Location: Birmingham, B15 1LZ
Salary: £36,390 per annum
Hours: Full-Time, 35 hours per Week
Contract Term: Permanent
At Midland Heart, complaints are a vital part of how we learn, improve, and deliver on our promise to provide safe, quality homes and services that our tenants can trust.
We\’re looking for an experienced Complaints Officer (known internally as a Customer Experience Officer) who thrives in a regulated, demanding environment. This role is not only about resolving complaints, but also about treating each case with empathy and really understanding our tenants concerns, asking the difficult questions, collaborating with colleagues and taking ownership of the complaint management process!
The Role
You\’ll deliver end-to-end case management of tenant complaints that escalate beyond the informal stage of our complaints process, often dealing with sensitive and multifaceted issues. Responsibilities include, but aren\’t limited to:
* Thorough, effective and timely investigation and resolution of complaints that vary in complexity.
* Consistent and reliable communication with tenants through the complaint management process.
* Proactively building relationships with a broad network of internal stakeholders to fact-find / gather information and identify the root cause.
* Writing high-quality outcome letters to tenants, outlining the actions taken to resolve their complaint.
Join us and you\’ll play a key role in us achieving a consistently strong tenant satisfaction rating, making a genuine impact on our tenant\’s lives.
Our ideal candidate?
* Proven experience in a complaint handling role in a regulated sector.
* High volume end to end complaint case management experience – in this role you can expect to case manage 15-20 cases, varying in complexity, at various stages of the process.
* Experience of or the ability and willingness to liaise directly with tenants and network with internal stakeholders throughout the complaints management process.
* Ability to produce letters and reports to a high standard.
* Ability to manage and adapt to changing and often conflicting priorities.
In this role you can expect to spend the majority of your time spent working from the office with the opportunity to work from home based on business needs.
Who is Midland Heart? We\’re one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you\’ll find a supportive and rewarding workplace where great people thrive.
We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).
Closing Date: 12 December 2025
Please note: We reserve the right to close the application process earlier than the advertised closing date based on the volume/quality of applications received.
Interested? Applying is easy – simply click the apply button. You will be directed to our candidate portal, there you can see a link to the full Role Profile and submit a comprehensive CV, alongside a cover letter, showing us that you have what it takes to make a success of the role!
Please note, we\’re unable to accept applications without a Cover Letter for this role.
We\’re proud to be a Disability Confident Employer. xiskglj Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
No agencies please
Complaints Officer employer: Midland Heart
Contact Detail:
Midland Heart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with Midland Heart's values and mission. Understanding their commitment to customer service will help you align your responses during the interview, showcasing your passion for delivering a positive complaints service.
✨Tip Number 2
Prepare for the competency-based interview by reflecting on your past experiences in complaints handling. Think of specific examples where you successfully resolved issues, as this will demonstrate your ability to manage a caseload effectively.
✨Tip Number 3
Practice your letter writing skills, as you'll need to produce high-quality correspondence. Consider drafting sample letters that outline complaint resolutions, ensuring they are clear and professional, which will be crucial for the role.
✨Tip Number 4
Be ready to discuss how you handle conflicting priorities. Think of situations where you've had to adapt quickly and manage multiple complaints simultaneously, as this will highlight your resilience and problem-solving skills.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Officer. Familiarise yourself with the job description and think about how your experience aligns with their requirements.
Tailor Your CV: Customise your CV to highlight relevant experience in complaints handling, particularly within a housing environment. Use specific examples that demonstrate your ability to manage complaints effectively and improve customer satisfaction.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for delivering excellent customer service. Mention your experience in managing complaints and how you can contribute to Midland Heart's goal of achieving high tenant satisfaction.
Prepare for Assessment Tasks: Since the application process includes a competency-based interview, roleplay, and letter writing task, practice these skills beforehand. Prepare to discuss your approach to resolving complaints and be ready to write a sample letter addressing a hypothetical complaint.
How to prepare for a job interview at Midland Heart
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Officer. Familiarise yourself with the complaints process and the importance of tenant satisfaction. This will help you answer questions confidently and demonstrate your commitment to providing excellent customer service.
✨Prepare for Competency Questions
Expect competency-based questions that assess your experience in handling complaints. Prepare specific examples from your past roles where you successfully resolved issues, managed caseloads, or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Skills
As a Complaints Officer, strong communication skills are essential. Be ready to discuss how you would write high-quality letters to customers and communicate effectively with stakeholders. You might even be asked to complete a letter writing task during the interview, so practice this beforehand.
✨Demonstrate Resilience and Adaptability
The role requires someone who can handle challenging situations and adapt to changing priorities. Be prepared to share examples of how you've remained resilient in difficult circumstances and how you've successfully managed conflicting demands in previous roles.
